Being moved or being satisfied? : the effect of unexpected acts of personal kindness in hospitality service encounters
Year of publication: |
2022
|
---|---|
Authors: | Griessmair, Michele ; Han, Spring H. ; Masuda, Hisashi |
Published in: |
The Cornell hospitality quarterly. - Thousand Oaks, Calif. : Sage, ISSN 1938-9663, ZDB-ID 2381244-8. - Vol. 63.2022, 2, p. 267-288
|
Subject: | being moved | customer satisfaction | emotions | hospitality | loyalty and commitment | service encounters | word of mouth | Kundenzufriedenheit | Customer satisfaction | Krankenhaus | Hospital | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Emotion | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Gastgewerbe | Hospitality industry | Arbeitszufriedenheit | Job satisfaction |
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